Tybee Mcfarland
Orlando,FL
Summary
Dynamic professional with extensive experience as a Reservation Agent at Westgate Resorts, excelling in customer engagement and problem-solving. Proven track record of enhancing guest experiences through effective communication and critical thinking. Skilled in reservation software, I implemented process improvements that significantly increased efficiency and customer satisfaction.
Overview
26
26
years of professional experience
Work History
Reservation Agent
Westgate Resorts
Orlando, FL
03.2014 - 04.2023
- Managed reservation systems to optimize booking processes and enhance guest experiences.
- Assisted guests with inquiries, providing accurate information about accommodations and services.
- Coordinated with various departments to ensure seamless service delivery for guests.
- Trained new staff on reservation protocols and customer service best practices.
- Implemented process improvements that increased efficiency in handling guest requests.
- Developed solutions for complex booking issues, ensuring customer satisfaction and retention.
- Led team meetings to discuss challenges, share feedback, and strategize operational improvements.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
- Resolved various issues and discrepancies for customers.
- Handled billing information over phone.
- Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
- Collaborated with team members to streamline reservation processes, ensuring a seamless guest experience from booking to checkout.
Team Leader
Old Time Pottery Inc.
Ocoee, FL
01.2012 - 06.2014
- Led team in achieving operational goals through effective communication and collaboration.
- Streamlined inventory management processes to enhance efficiency and reduce waste.
- Trained and mentored new staff, fostering a culture of continuous improvement.
- Implemented safety protocols to ensure compliance with company policies and regulations.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
In Store Coordinator
Winn Dixie Supermarket
Orlando, FL
01.1997 - 08.2009
- Coordinated inventory management to ensure product availability and minimize stock discrepancies.
- Implemented efficient scheduling systems for staff to optimize labor utilization and enhance customer service.
- Oversaw merchandising strategies, enhancing store displays to boost sales and improve customer engagement.
- Trained new employees on operational procedures, fostering a knowledgeable and efficient team environment.
- Supervised front office operations to ensure seamless guest experiences and efficient service delivery.
- Coordinated with various departments to resolve guest issues promptly and effectively.
Education
GED -
Orange County School Board
Orlando, FL09-1998
Skills
- Customer engagement
- Reservation software
- Phone etiquette
- Call control
- Problem-solving
- Customer service
- Decision-making
- Critical thinking
Timeline
Reservation Agent
Westgate Resorts
03.2014 - 04.2023
Team Leader
Old Time Pottery Inc.
01.2012 - 06.2014
In Store Coordinator
Winn Dixie Supermarket
01.1997 - 08.2009
GED -
Orange County School Board